Abenezer Asrat

Experience

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  MYD IT SOLUTION

  Nov 2019 - Aug 2020

  IT technical support

  Installing the company product for customers and Providing Technical IT support.Giving world class customer service.video editing and uploading into the company’s server.supporting customer inperson and virtually.collecting and organizing data.

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  OM Consulting

  Aug 2021 - Jan 2023

  IT Consultant/ Team leader

  Diagnosing IT problems and training staff to use new IT systemGiving exceptional customer care for our customersLeading the customer care team to implement a solution for our customers problem and produce a detailed report.Reporting to supervisors any customer issues.Collect data from sales, marketing, and finance departments to use in establishing organizational structure.Training new Employees to make them job ready

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  Safaricom Telecommunications Ethiopia PLC

  Jan 2023 - Nov 2023

  Care Desk Experience Executive

  Helping customers with their technical problems.Reporting every problem for the concerned team.Working with CRM to ensure customer satisfaction.Successfully Managed over 1500 cases/ Tickets with higher NPS and KPI score.

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  Optasia

  Nov 2023 - now

  NOC 1st Level Technical support Engineer

  Resolve issues for end-user customers of major global clients, ensuring timely and effective solutions.Monitor systems, networks, applications, and services to identify and address alerts, providing first-level support and escalating as necessary.Maintain detailed incident logs with clear problem descriptions, resolutions, and actions taken.Conduct health and quality checks to ensure operational excellence across systems.Collaborate with support teams during system outages and work with third-party vendors to remediate issues efficiently.Demonstrate hands-on expertise in relational databases (SQL, PostgreSQL), application/web servers, VMware, and Linux environments.Utilize monitoring tools such as Grafana, Nagios, and Kibana, and case management tools like Jira, Freshdesk, and MTN Service Now.Showcase strong multitasking, team collaboration, and analytical problem-solving skills to manage complex workflows effectively. Show less